BEYOND EFFICIENCY: THE COMPELLING HUMAN TOUCH IN DIGITALISATION

Innovation is often misunderstood. Many believe it is solely about technology, but in truth, innovation is about improvement or in simpler term striving to be better. Technological advancements enhance performance, leading to better quality work and impactful outcomes.

As the digital economy grows, the transformation of professional roles and careers is becoming increasingly apparent. This is not just happening in Malaysia, but worldwide. As mentioned, embracing the shift to become a Trusted Advisor reaching out to customers beyond the conventional boundaries of the market where innovation is at the forefront, professionals' roles have shifted entirely. They adopt a fresh approach through practices shifting towards more digitalization. However, embracing digitalization alone is not enough for professional practices.

While technology has undeniably streamlined processes, there are still limitations that digital corporate governance needs to address to realize its full potential. Take, for example, Artificial Intelligence (“AI”):

• AI offers efficiency but falls short in navigating intricate ethical challenges in corporate governance. Human discernment is irreplaceable when making ethical and socially responsible decisions. Our nuanced understanding, empathy, and moral reasoning are essential for addressing complex ethical dilemmas that arise in various organizational.

• AI excel in routine tasks but lacks the strategic insights derived from human intuition and creativity. It cannot replicate our ability to think creatively, draw inspiration, and make strategic decisions tailored to specific situations. Human intuition often leads to breakthrough innovations that drive companies forward.

• AI, cannot replace the vital role of effective human interaction in nurturing trust and rapport among board members, stakeholders, and leadership teams. The warmth and personal touch in relationships forged by humans are unparalleled in fostering collaboration, understanding, and engagement. This human element is essential in building strong, lasting connections that underpin successful teamwork and decision-making processes.

Relying solely on digitalization presents challenges in delivering the highest level of service, as automation alone may lack the human touch necessary to truly understand and address the needs of our customers. By incorporating human intervention into digital systems, businesses can enhance the efficiency of digital processes while also tapping into the unique insights, creativity, and experiences that humans bring to the table.

This combination of digital systems and human input allows for a more comprehensive approach to problem-solving and decision-making. While digital systems excel in speed and accuracy, human intuition and creativity play a crucial role in guiding reasoning and understanding complex scenarios. By merging automated processes with human expertise, organizations can achieve a more holistic and effective strategy for addressing challenges and making informed business decisions.

The increasing demand for professionals to adapt to digital practices underscores the importance of not only streamlining processes but also fostering collaboration and knowledge-sharing among individuals with diverse skill sets. Designing a digitalization pathway requires not just technical expertise but also the ability to work together towards common goals, transcending individual business interests for the collective benefit of all involved.

In today's fast-paced and interconnected business environment, successful digital transformation relies on the synergy between technology and human capabilities. By blending automation with human insights, businesses can unlock new opportunities for innovation, growth, and sustainable success.

New Trend: Professionals Turning to be Trusted Advisor

Now, let’s ask ourselves: How can the transition to becoming a Trusted Advisor occur for professionals who are already busy fulfilling mundane compliance tasks?

As professionals specializing in compliance services for SMEs, we must have a broad perspective rather than being myopic. We recognize the significance of upholding highest corporate governance standards and ensuring that our customers are fully compliant with the services we provide. Customer satisfaction is the cornerstone of our business priorities.

In the new digital era, the role of professionals must evolve from mundane tasks to that of a Trusted Advisor. This shift encourages us to go the extra mile to deliver added value to customers beyond mere compliance, aiming not just to meet but surpass their expectations. These commitments form the foundation of a robust, enduring, and loyal relationship with our customers in the long term. To be a successful Trusted Advisor, we need to be familiar with our customers' business nature, operational processes, culture, risk, and compliance factors.

Regardless of the size of the SME, whether it is a new startup or an established entity, there is a common need for ongoing advisory support provided by professionals. Rapid challenges faced by these businesses can be mitigated through attentive listening to advisors who assist them in decision-making.

We believe all professionals should come together with a singular purpose: to maximize and fulfil the business needs of our valued customers. This is why our brand promise is "Together, We Innovate for Impact". 

We foresee professionals and stakeholders working closely together for the community. Influential results stem from compliance knowledge and advisory services, all integrated into one through digitalization. Professionals within the same progressive community, including professional bodies and government agencies, collaborate to reinforce each other, leveraging collective strengths for significant impact!

Together, We Innovate for Impact

This article was published in the Global Governance Voice e-magazine (November 2024 edition) by the Corporate Secretaries International Association (CSIA), page 16-18 https://csiaorg.com/thought-leadership/global-governance-voice/